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Technical Services Specialist

3 months ago

Calgary, Alberta, Canada Insight Enterprises Full time

Job Description

Job Title: Technical Services Specialist (IMAC Technician)

Business Unit: Lifecycle Services

Reports to (Title): Team Lead, Services

General Accountability:

The primary responsibility of this role is to construct, implement, relocate, erase, install software, and dispose of computer systems, including the transfer of applications and data from decommissioned systems. Utilize Remedy to assemble systems based on work orders and fulfill coordinator roles as trained. Provide technical support and maintain accountability for a diverse client base across multiple platforms.

Specific Accountabilities:

Execute internal and external deployments requiring the operation of company vehicles. Engage in relocations during both core and non-core business hours. Provide backup for other IMAC services when necessary, including the lifting of computer equipment. Address client requests submitted through the Remedy system with professionalism. Respond promptly to Trouble-Tickets in the Service Desk queue for IMAC Build and Deploy services, ensuring compliance with SLA and maintaining quality standards. Maintain and update documentation, including Knowledge Base articles and Technical Alerts. Ensure that SLA commitments are met and client expectations are fulfilled or surpassed. Adhere to daily schedules as assigned. Participate in team support during non-core business hours, including driving and lifting tasks. Coordinate testing with clients/end-users for application verification. Oversee and monitor the progress of multiple User Acceptance Tests (UATs). Serve as the primary contact for technical issues related to the UAT process and applications under evaluation. Address client inquiries and issues received via email. Update Remedy tickets and asset information as necessary. Perform additional duties as assigned. Achieve individual and organizational goals and objectives. Implement Best Practices (ITIL) based methodologies in Problem Management, Incident Management, and Change Management disciplines. Escalate issues to the team lead and liaise with third-party vendors or clients as needed. Foster strong service relationships with clients. Cultivate relationships with vendors, ensuring timely and effective handling of escalations. Promote and embody the organizational culture through the Vision and Values of Insight Enterprises. Potential for occasional Deskside ticket assignments and related responsibilities.

Skills & Abilities:

Minimum of 2 years' experience in a related role; 4 years preferred. Experience in large, distributed environments is advantageous. Ability to maintain composure in high-pressure situations, particularly when interacting with demanding clients. Demonstrates ownership and accountability for resolving issues. Strong verbal and written communication skills. Capable of managing multiple priorities effectively. Maintains a positive demeanor. Excellent organizational skills with the ability to prioritize tasks. Team-oriented with a commitment to meeting deadlines. High level of accuracy and attention to detail. Willingness to work at locations outside of the primary business site. Valid Full Class 5 Alberta Driver's License required. Current Driver's Abstract necessary. Background check will be conducted.

Physical Requirements

Physical tasks will include commissioning and decommissioning computer hardware, lifting and moving items. Handling weights ranging from 21-60 lbs. Lifting requirements include: low-level lifting (occasional), waist-level lifting (frequent), above-shoulder lifting (rare), front carry (occasional), and side carry (rare). Pushing and pulling (using hand carts and dollies) will be occasional. Sitting/driving (constant), trunk rotation (rare), crouching/squatting/kneeling/crawling (occasional), walking and standing (frequent), climbing stairs (occasional), and hand use (frequent).

Education

Completion of High School Diploma is required. Bachelor's degree in Business, Computer Science, or a related field is preferred. A+ certification is considered an asset.